Service Delivery Manager

Jobtailor; Rotterdam; On-site; EUR 90,000 - 130,000; Full time

Job summary

Jobtailor is seeking a senior Service Delivery leader to act as the primary advocate for customers across Europe. You will build and maintain strategic relationships, lead critical escalations, and collaborate with commercial, product, operations, and technology teams to enhance CX and service performance.

You will drive retention, protect revenue, and identify opportunities for account growth while guiding service-transformation initiatives.

Qualifications

• Leadership experience in service delivery or customer operations.
• Strong e-commerce experience.
• Commercial mindset with retention and growth focus.
• Experience driving operational excellence and service transformation.
• Proven ability to leverage AI and automation to improve CX.
• Strong analytical and data-driven decision making.
• Excellent stakeholder management and influencing skills.
• Onsite 5 days/week in Rotterdam or Almere.

Responsibilities

• Act as the primary advocate for customers across the European business.
• Build and maintain strong relationships with strategic customers.
• Lead critical customer escalations and service recovery activities.
• Partner with commercial, product, operations, and technology teams to improve customer experience and service performance.
• Drive customer retention and revenue protection initiatives.
• Identify opportunities to support account expansion and long-term customer growth.
• Lead operational excellence initiatives focused on productivity, scalability, and cost-to-serve improvements.
• Reduce WISMO demand through proactive communication, self-service tools, and digital customer journeys.
• Champion AI, automation, and digital solutions.
• Develop a scalable Service Delivery model for continued European business growth.
• Use data and insights to identify trends, measure performance, and drive continuous improvement.

Skills

Leadership Experience

E-commerce Expertise

Operational Excellence

AI & Automation

Data-Driven Decisions

Stakeholder Management

Continuous Improvement

Tools

AI Solutions

Automation Tools

Digital Solutions

Job description

• Act as the primary advocate for customers across the European business
• Build and maintain strong relationships with strategic customers
• Lead critical customer escalations and service recovery activities
• Partner with commercial, product, operations, and technology teams to improve customer experience and service performance
• Drive customer retention and revenue protection initiatives
• Identify opportunities to support account expansion and long-term customer growth
• Lead operational excellence initiatives focused on productivity, scalability, and cost-to-serve improvements
• Reduce WISMO demand through proactive communication, self-service tools, and digital customer journeys
• Champion AI, automation, and digital solutions
• Develop a scalable Service Delivery model for continued European business growth
• Use data and insights to identify trends, measure performance, and drive continuous improvement

Requirements

• Leadership experience within Service Delivery, Customer Operations, Customer Success, or a similar customer-facing function
• Strong experience within an e-commerce environment
• Commercial mindset with a track record of improving customer retention and supporting account growth
• Experience driving operational excellence, productivity improvements, and service transformation programmes
• Demonstrated success leveraging AI, automation, and digital capabilities to enhance customer experiences and operational efficiency
• Strong analytical and data-driven decision-making skills
• Excellent stakeholder management and influencing capabilities
• Naturally curious mindset with a passion for continuous improvement and scaling operations
• 5 days a week onsite presence in either Rotterdam or Almere

Core Competencies

Demonstrates expertise in Service Delivery and Customer Operations, focusing on customer retention, account growth, and operational excellence through data-driven decision-making and innovative digital solutions.

Highest-signal resume keywords

• Leadership Experience in Service Delivery
• E-Commerce Environment Expertise
• Operational Excellence Initiatives
• AI and Automation Implementation
• Data-Driven Decision Making

Hard Skills

• Customer Retention Strategies
• Account Growth Support
• Service Transformation Programmes
• Productivity Improvement Techniques
• Data Analysis
• Digital Customer Journeys
• Self-Service Tools Development
• Service Delivery Model Development
• Operational Efficiency Enhancement
• Customer Experience Improvement

Soft Skills

• Stakeholder Management
• Influencing Capabilities
• Curiosity and Continuous Improvement Mindset

Industry Keywords

• Customer Success
• Customer Operations
• E-Commerce
• Service Delivery
• Operational Excellence

Tools & Technologies

• AI Solutions
• Automation Tools
• Digital Solutions